Customer Support Coordinator at Xplor

About the opportunity Join our Xplor Education Vertical as a Customer Support Coordinator in New Zealand on a fixed-term contract to make a real impact every day. We say that because we know that every conversation we have, every code line we write and every interface we design is another opportunity for us to enrich our customers’ experiences. Reporting into the Senior Manager of Customer Support , you'll deliver high-quality, AI-enabled support across chat, email, and outbound channels within the Childcare & Education vertical. Working alongside chatbot and automation technologies, this role monitors and refines digital interactions, intervening where human judgement is required to ensure accuracy, efficiency, and a seamless customer experience.  Combining ticket triage, workflow coordination, community engagement, and automation optimisation, the role requires strong prioritisation skills, independent decision-making, and consistent SLA adherence. The Specialist also contributes to continuous improvement by identifying trends, reducing repeat contact drivers, and strengthening overall customer experience outcomes.  Some of the other responsibilities include : • Manage inbound enquiries via chat and email, including AI-assisted conversations  • Monitor chatbot interactions and intervene where escalation to human support is required  • Identify gaps in automated responses and provide structured feedback to improve bot accuracy and tone  • Conduct proactive outbound phone follow-ups to progress, clarify, or resolve customer queries  • Provide inbound phone support if operationally required  • Ensure all customer interactions meet defined SLA targets  • Provide initial responses to incoming tickets  • Assess and allocate tickets based on complexity, urgency, and required expertise  • Maintain oversight of queue health and SLA adherence  • Identify recurring themes, system gaps, and workflow friction points  • Contribute to optimisation of chatbot workflows and knowledge base content  • Support rollout and adoption of new support technologies  • Collaborate with internal teams to reduce repeat contact drivers  • Provide insight into trends impacting customer experience  • Handle dissatisfied or escalated customers with professionalism and empathy  • Act as a proactive voice of the customer internally  • Support initiatives aimed at improving retention and customer satisfaction  • Monitor and manage the company Facebook page  • Engage positively with the customer community to reinforce brand trust  • Redirect support-specific enquiries to official channels while ensuring customers feel acknowledged For this position, we offer a fully remote position from New Zealand. Full working rights required.